Ongoing Analyst

Description

Job Summary: Ongoing Analyst to manage and enhance the customer experience, with a focus on retention and growth, requiring an analytical and consultative profile. Key Highlights: 1. Manage customer portfolio with focus on engagement and retention 2. Collaborate with Product and CS Ops teams to drive improvements 3. Contribute to continuous improvements in departmental processes **About the opportunity:** As an Ongoing Analyst, you will play a strategic role in managing and evolving the customer experience at Clínica Experts. We seek a candidate with an analytical, consultative, and results-oriented mindset—capable of building strong relationships, identifying growth opportunities, and proactively supporting portfolio retention. You will be responsible for monitoring engagement metrics, conducting strategic analyses, and proposing personalized actions that directly contribute to customer success and sustainable company growth. **Main responsibilities:** Manage post-onboarding customer portfolio with focus on engagement, retention, and expansion; Perform Health Score and usage behavior analyses, proposing preventive and strategic actions; Conduct periodic review meetings with customers to assess results, goals, and opportunities; Identify upsell and cross-sell opportunities, collaborating with the sales team; Produce engagement and portfolio performance reports; Collaborate with Product and CS Ops teams to prioritize customer journey improvements and enhancements; Contribute to continuous improvements in Ongoing department playbooks, workflows, and processes; Serve as technical reference for junior analysts on the team; **Requirements and qualifications:** Bachelor’s degree in Business Administration, Commercial Management, Communications, Marketing, or related fields; Minimum 2 years of experience in Customer Success, Ongoing, Strategic Support, or Account Management; Intermediate knowledge of SaaS metrics such as Churn, NRR, GRR, Health Score, CSAT, and NPS; Analytical capability and logical reasoning for data-driven decision-making; Intermediate proficiency in tools such as CRM, spreadsheets, and dashboards (Google Sheets, HubSpot, Pipedrive or similar); Strong verbal and written communication skills; Ability to build relationships with diverse customer profiles and internal departments. **Competencies:** Consultative and influential communication; Data-driven analytical mindset; Organization and demand prioritization; Negotiation and expectation management skills; Proactive, collaborative profile with ownership mentality; Results-focused and committed to continuous improvement. **Our benefits:** Flash card meal allowance/food voucher Transportation allowance Outpatient Health Plan (Unimed) + Dental Plan (Uniodonto) Wellhub (Gympass) — access to gyms and physical activities ️‍ ️ Guia da Alma — online therapy and emotional well-being Childcare allowance Life insurance ️ Conexão Premiada — talent referral program Inspiring environment focused on development and high performance This is a fully in-person position in Lajeado/RS If you enjoy building strategic relationships, focusing on results, and creating real impact on customer experience, we want to meet you. Join us in building experiences that are transforming healthcare management in Brazil ✨